This documentation supports the 21.3 version of BMC Helix Virtual Agent, which is available only to BMC Helix customers (SaaS).To view an earlier version, select the version from the Product version menu.

Reporting and analyzing chatbot usage

BMC Helix Virtual Agent provides the out-of-the-box dashboard, which displays chatbot usage metrics. Customers can analyze the chatbot usage to determine the overall performance, effectiveness, and return of investment of the BMC Helix Virtual Agent with the help of the dashboard and usage metrics. 

As an administrator, you can create reports according to your requirements. Customers can use reports to understand the chatbot usage, chatbot accuracy, which queries were solved, which events are successful or unsuccessful, and so on.


The following video (4:23) provides an overview of the BMC Helix Virtual Agent reports:


icon_play.png https://youtu.be/e6qE_A2x0lk

The following table lists the different ways in which you can analyze your chatbot usage:

Action

Reference

Analyzing and tracking out-of-the-box events, event statistics, and reports usage reports.

Tracking custom events, event statistics, and generating reports.

Viewing the out-of-the-box chatbot dashboards in BMC Helix Dashboards.

Viewing the out-of-the-box chatbot dashboards in BMC Helix ITSM Smart Reporting.

Measuring the cognitive service consumption for chatbot.

 

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